ELOPAK

How to transform the customer experience to build a sustainable competitive advantage in North America.

Zero Carbon Packaging Solutions

The Inflection Point

Elopak was ready to expand its footprint in the North American filling machine market. But to compete seriously, it had to do more than sell machines — it had to become a service-first partner. With industry-wide cutbacks on OEM service quality, Elopak had a unique opportunity to differentiate by delivering reliable, accessible, and value-driven technical services.

The challenge was clear: build a technical service offering that inspires confidence — before the sale, during commissioning, and across the lifetime of the equipment.

Client

ELOPAK

Stage

North American Market Penetration
Services Transformation

Services Rendered

Market Research & Client Interviews
Service Design & Strategic Positioning
Benchmarking & Differentiation Analysis

Timeline

Q1 2023

Our Role

Conducted in-depth interviews with North American clients and partners
Mapped expectations across key service domains: account management, tech support, training, maintenance, spare parts
Benchmarked Elopak’s service perception against industry norms
Identified critical service gaps that hinder market growth
Delivered detailed, actionable recommendations to build a best-in-class service offering

Outcomes & Momentum

Clear roadmap to professionalize service infrastructure across five core functions
Strategic recommendations for account management, including CMS tools and client-facing role clarity
Framework for a tiered training program — before, during, and after equipment installation
Maintenance protocols with proactive planning and client-facing diagnostic tools
Foundations for 24/7 customer service and real-time spare parts management

Why It Matters

In a market where OEM service has become a pain point, Elopak’s ability to offer reliable, structured, and knowledgeable support is a differentiator. This work laid the foundation to deliver peace of mind — not just packaging equipment. It helped reposition service not as a cost center, but as a growth lever.

Client perspective